Regional Collections Manager - Senior Manager - Lending Collections

Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

The Collections & Credit Risk Recovery team acts as the strategic bridge between creditors and consumers. The team is responsible for managing portfolio health, controlling credit risk across loan buckets, overseeing multi-region collection operations, addressing critical customer escalations, and implementing scalable recovery and repayment strategies across Paytm's digital lending portfolio.

As a Regional Collections Manager (RCM), you will lead the overall collections performance, portfolio health, and recovery targets for a designated region. You will directly manage a team of Area Collection Managers (ACMs), driving their performance, operational efficiency, and team productivity. This leadership role demands strategic oversight to control flow rates, manage agency ecosystems, handle high-level escalations, and ensure strict adherence to regulatory and compliance guidelines across all areas within the region.

1) Regional Target Ownership: Drive regional collection targets, minimize roll-forwards/flow cases, manage non-starters, and maintain portfolio yield across all delinquency buckets (X-Bucket to Write-Offs).

2) Team Leadership & ACM Management: Directly manage, mentor, and track the performance of Area Collection Managers (ACMs). Conduct regular weekly/monthly operational reviews to monitor team productivity, field allocation, and target achievement.

3) Capacity Planning & Resource Allocation: Ensure optimal deployment of internal Collection Executives and external collection agencies ("Feet on Street") based on bucket-wise and segment-wise workload distribution across all areas.

4) Agency & Vendor Ecosystem Management: Oversee onboarding, background verification, audit performance, and empanelment of third-party collection agencies across the region. Define vendor allocation strategies and handle fee/incentive structures.

5) Training & Capacity Building: Identify regional skill gaps, drive ongoing compliance and soft-skills training for ACMs, CEs, and vendor partners, and continuously evaluate team performance for succession planning.

Experience: 10+ years of relevant experience in debt collections, recovery operations, and portfolio management within Retail Lending, FinTech, NBFCs, or Banking, with at least 3–5 years in a regional/multi-area leadership role managing managers.

Education: Graduate degree in any discipline; Post Graduation/MBA in Finance, Operations, or Business Management preferred.

1) Leadership & Team Management: Proven track record of managing multi-tier teams (managing Area Managers who in turn manage field/agency teams).

2) Strategic & Analytical Mindset: Deep understanding of collection metrics (flow rates, roll-rates, resolution rates, capacity modeling) and data-driven decision-making.

3) Negotiation & Result Orientation: High-stakes negotiation skills with a relentless focus on target delivery in a fast-paced environment.

4) Stakeholder & Legal Management: Strong grasp of legal/regulatory frameworks (RBI collection guidelines, repossession protocols, legal notice processes) and experience handling local law enforcement touchpoints.

5) Communication & Interpersonal Skills: Excellent verbal and written communication skills to liaise effectively with cross-functional leadership, legal teams, external vendors, and regulatory bodies.

W offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives, and life experiences of our people are celebrated and create a great place to grow, thrive, and belong. Most importantly, for us, Work is Fun!

If you are the right fit, we believe in creating wealth for you. With an enviable ecosystem of 500 million+ registered users, 21 million+ merchants, and massive depth of data, we are in a unique position to democratize credit for deserving consumers and merchants across India. India’s largest digital lending story is brewing here—this is your opportunity to lead it!